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Conversational agentsin onlineorganization–stakeholder interactions: astate-of-the-artanalysis andimplications forfurther research Salla SyvänenChiara Valentini2020 год

Conversational agents in online organization–stakeholder interactions: a state-of-the-art analysis and implications for further research
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Аннотация: Purpose The purpose of this study is to review the extant literature on chatbots and stakeholder interactions to identify major trends and shed light on knowledge gaps. Design/methodology/approach A systematic literature review was conducted combining qualitative and quantitative approaches. A code book based on early systematic literature reviews was developed and used to extract information from 62 discrete peer-reviewed English articles. An inductive approach was used to analyse definitions of chatbots, topics, metrics, perspectives and implications. Findings Chatbots have been studied by many different disciplines, but not much from organizational, stakeholder and corporate communication perspectives. Existing studies focus on the technical developments of chatbots and chatbot language and conversations skills. Research has remained anchored at the micro-level understanding of the phenomenon, that is, the nature of chatbots, but has not yet taken into consideration the meso (organizational) or macro (societal) levels. Research limitations/implications This study focused only on academic peer-reviewed papers in English and excluded conference proceeding, books, book chapters and editorials that may have offered other important and relevant reflections. The limited number of studies in communication-related disciplines shows that corporate communication scholars could contribute more to the discussion of chatbot–stakeholder interactions. Originality/value This is the first research in the field of corporate communication that examines organizational chatbot–stakeholder interactions. Results of this review offer important information on chatbots' organizational capabilities and affordances, which, arguably, must be taken into consideration when stakeholder engagement strategies are set.
Год издания: 2020
Авторы: Salla Syvänen, Chiara Valentini
Издательство: Emerald Publishing Limited
Источник: Journal of Communication Management
Ключевые слова: Knowledge Management and Sharing, AI in Service Interactions, Digital Marketing and Social Media
Другие ссылки: Journal of Communication Management (PDF)
Journal of Communication Management (HTML)
Jyväskylä University Digital Archive (University of Jyväskylä) (PDF)
Jyväskylä University Digital Archive (University of Jyväskylä) (HTML)